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IT Senior Management Support Agent

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Job Details                      
Job Title
IT Senior Management Support Agent
Job ID
LU - Luxembourg
Full/Part Time
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EIB Posting

The EIB, the European Union's bank, is seeking to recruit for its Corporate Services (CS) – Information Technology (IT) – Transversal Services Department (TSD) – Infrastructure and Operations Division (IO) – End User Services (EUS) at its headquarters in Luxembourg, a:


IT Senior Management Support Agent


This is a full-time position at grade 2/3

The term of this contract will be 4 years

Panel interviews are anticipated for mid-June 2018.


The EIB offers fixed-term contracts of up to a maximum of 6 years, according to business needs,

with a possibility to convert to a permanent contract, subject to organisational requirements and individual performance.



The IT Senior Management Support Agent will be responsible for implementing and delivering first line IT support services for the Bank’s Senior Management (members of the Management Committee and Directors General).


Operating Network and specific post environment

The IT Senior Management Support Agent will work under the direct supervision of the Head of End User Services Unit. S/he will develop and maintain a close working relationship with the Bank’s Senior Management community. S/he will also interact and collaborate with other members of IT. The post requires a high sense of discretion, confidentiality, diplomacy, responsibility, judgment and initiative as well as flexibility in working hours.



The IT Senior Management Support Agent:

  • Contribute to the implementation of IT policies and procedures related to support services for the Bank’s Senior Management
  • Under the supervision of the Head of Unit, participate in the identification, technical evaluation, testing, validation and implementation of new and existing products, as well as emerging technologies to meet existing and anticipated Senior Management requirements
  • Register, document and follow up on Senior Management requests, incidents and problems to conclusion and keep the users informed at all stages of the resolution and/or fulfilment process. All service requests, incidents and problems needs to be registered in BMC
  • Take responsibility for first line IT support towards Senior Management by acting as a first point of contact, by troubleshooting basic hardware and/or software issues. Escalate more complex issues to the appropriate functional or technical support, and non-standard requests to the Head of Unit
  • Communicate proactively, provide technical advisory services as required and propose and manage specific projects and initiatives (e.g. training sessions) in agreement with the Head of Unit, to foster and improve the customer relationship with the Senior Management community
  • Report regularly to IT management the activities of Senior Management Support (e.g. metrics on standard requests, types of new non-standard requests, topics that require decisions, etc).



  • Secondary level education, complemented with a 2-year certification in a relevant field (economics, legal, business administration) or secondary level education with equally qualified experience in a relevant field.
  • At least 5 years' experience in an IT support role, including at least 2 years in a senior management support position
  • Excellent knowledge of Windows and of the Bank’s productivity/connectivity tools (Word, Excel, PowerPoint, MS Project, Skype for Business etc.)
  • Good knowledge of the Bank’s organization and its procedures is an advantage
  • Excellent problem solving skills
  • Good IT infrastructure knowledge
  • On-going knowledge of market trends and development in the IT sector
  • Excellent proactivity, attention to details and service delivery
  • Excellent knowledge of English and/or French(*), with a good knowledge of the other (Knowledge of other EU languages would be an advantage)


  • Achievement Drive: continually keeps an eye on performance, focusing on improving it, showing drive and determination to meet short and long-term goals
  • Change Orientation: Adapts to differences and changes in the environment; takes a flexible approach to reach outcomes
  • Collaboration: Works cooperatively as part of a team; works collaboratively with peers across organisational boundaries based on a genuine interest in and an accurate understanding of others and their individual perspectives and concerns
  • Organisational Commitment: Is willing to commit to an organisation whose mission is to support Europe and is open to diversity, and to align her/his own behaviour with the organisation’s needs and intrinsic values, acting  with integrity in ways that promote the organisation’s mission, policies and rules.


(*) There may be certain flexibility on this requirement, but limited to particularly suitable candidates who may not yet be proficient in French. If selected, such candidates will be hired on the condition that they build up rapidly knowledge of French and accept that their future career in the EIB may be subject to the attainment of sufficient proficiency in both of the Bank's working languages


We are an equal opportunity employer, who believes that diversity is good for our people and our business.  As such, we promote the inclusion of suitably qualified and experienced staff without regard to their gender, age, racial or ethnic origin, religion or beliefs, sexual orientation/identity, or disability (*).


Deadline for applications: 9th May 2018


(*).  We particularly welcome applications from women and persons with disabilities.


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